Back to BlogUtility Company Reduces Call Wait Times by 85% with AI Voice
Industry Case Study

Utility Company Reduces Call Wait Times by 85% with AI Voice

Jennifer Davis
Jennifer Davis
Customer Service Manager at Metro Energy Services
Apr 28, 2024
6 min read

Industry Challenge

Utility companies face challenges with managing high volumes of customer inquiries, billing questions, and providing 24/7 support for essential services.

Common Pain Points

  • High call volumes during peak times
  • Complex billing inquiries
  • Service outage notifications
  • Payment processing assistance
  • Account management requests
  • Emergency service routing

AI Voice Solution Implementation

GenieDial was deployed to handle:

  • Billing and payment inquiries
  • Service outage information
  • Account balance checking
  • Payment plan assistance
  • Service connection requests
  • Emergency service routing

Measurable Results

  • 85% reduction in call wait times
  • 90% customer inquiry resolution
  • 80% improvement in customer satisfaction
  • 75% faster billing inquiries
  • 95% accuracy in account information
  • 60% reduction in customer service costs

Industry Impact

This case study shows how utility companies can improve customer service and operational efficiency through AI voice automation.